We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at email@example.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at firstname.lastname@example.org.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
Due to the effects of COVID-19, it is possible there will be a slight delay in processing returns. If you have any concerns please contact customer service at email@example.com.
Full Price Items
Full priced items are eligible for a full refund or store credit if the item/s meet our return conditions.
Promotional items are eligible for a full refund or store credit if the item/s meet our return conditions. An item is considered on promotion when a promotional code is entered at the checkout and applies a discount to a full price item, or if an automatic discount has been added to an item. Unless a discounted product has 'FINAL SALE - NO RETURNS', it may be eligible for returns.
Final Sale Items
Final sale or clearance items are not eligible for a refund, exchange or store credit unless the item is faulty and meets the criteria for a refund. These items are labelled marked down at 40% off and above, with a 'FINAL SALE - NO RETURNS' on the product page. In the event a promotional code is applied to a clearance item, the item is not eligible for a refund.
If for any reason you are not satisfied with your purchase, please contact our customer service team at firstname.lastname@example.org for assistance.
All returns sent via our return process will incur a $10 fee, which will be deducted from your refund amount.
Please allow up to 14 business days for us to receive & process your return.
Once received in our warehouse, we will inspect and process the items as quickly as possible. If your return meets our conditions, you should receive your refund within 1-5 business days.
We will email you confirmation of your refund back to your original payment method.
We do not offer a free returns service at this time.
We recommend insured registered post as we are not liable for lost return parcels.
If any of the items in your order were faulty, damaged or incorrect, please contact our customer service team at email@example.com for assistance.
All Returns Will Be Subject To The Following Conditions:
All items must follow the following returns conditions to be eligible:
Items must be returned in their original condition, unaltered and in their origional un-opened packaging.
Customers are to cover the cost of the return postage, unless your items are deemed faulty by our team.
From the date of purchase, Australian customers have 30 days to return their item/s.
From the date of purchase, International customers have 30 days to return their item/s.
For security and peace of mind, we strongly suggest using insured registered post as we are not liable for lost return parcels.
Unless the item is deemed faulty by our team, we do not refund the cost of shipping.
Online purchases cannot be returned to a store or dropped off in person to any office or warehouse. Online purchases may only be returned by sending them to the returns address as per our returns process.
Start The Returns Process Here
If you have any questions, please contact customer service at firstname.lastname@example.org for assistance.
Currently we do not offer exchanges. To avoid disappointment, we recommend placing a new order for the item/s you would like to purchase, and returning your existing item/s for a full refund to our online warehouse following the steps listed above under “returning your item/s”.
Faulty Or Incorrect Items
We’re sorry if the item you received is not perfect. To resolve a faulty or incorrect item, please email us at email@example.com with your order number and a brief description of the fault or incorrect item. Images of the fault or incorrect item would be highly helpful and assist in resolving the matter efficiently.
Once assessed by our team, we will confirm next steps. Items deemed to have a major fault can be returned for a refund, credit note or an exchange for another item. Items deemed to have a minor fault may be able to be repaired for you. Please keep a copy of your return postage receipts as we will reimburse you for these costs if the item is deemed to be faulty.
Online purchases made via our website can only be returned online. Any purchases made in a Teralume store must be returned to the store it was purchased from and are only eligible for a store credit. Our in-store returns policy differs slightly from our online policy.
Have Another Question?
Please contact our friendly customer care team at firstname.lastname@example.org for assistance.